Service Reliability Engineer

Join the fintech revolution with Mambu, the leading SaaS cloud banking platform. We're on a mission to make banking better for a billion people. Explore exciting career opportunities and help shape the future of financial services. Learn more here.

About the team

At Mambu, our cloud-native banking platform is trusted by the world's most innovative financial institutions. As a Level 2 Support Engineer / SRE on the Support Engineering & Reliability Team (SERT), you will be the final technical escalation point for our most complex customer issues.

This role sits at the critical intersection of advanced technical support, software engineering, and production operations. You'll provide deep diagnostic expertise, owning the resolution of challenging customer cases and live production incidents end-to-end. We're looking for a customer-obsessed engineer who doesn't just resolve issues, but writes code to automate fixes, enhances observability, and drives permanent solutions back into the platform.

Own Customer Case Resolution End-to-End: Lead and resolve technically deep Level 2 support cases with full ownership—from initial triage and in-depth diagnosis to root cause analysis (RCA) and final resolution.

Diagnose problems across our distributed, cloud-native systems, including application, databases, APIs, and cloud services, using your code-level debugging skills to isolate and fix application-level defects.

Collaborate with Product Engineering teams to drive permanent bug fixes and ensure all customer-facing knowledge is captured, automated, and reused across the support organization.

Own Live Production Incidents: Lead technical investigations during high-severity production issues. You'll implement fixes that help resolve the incident and perform post-incident analysis to prevent recurrence.

Engineer the Support Experience through Automation and Observability: Treat operational pain points and repetitive support tasks as engineering challenges.

Use your programming and scripting skills (Python, Go, or Java/Bash) to automate diagnostics, build self-service tooling, and enhance support workflows, actively reducing operational toil. 

Design, maintain, and evolve our observability stack (monitoring, alerting, and logging) to ensure our internal teams catch issues before customers do. Define and implement standards for monitoring API performance and system health.

Expert-Level Troubleshooting and Debugging: Strong software engineering background with the proven ability to read, understand, and debug production code (e.g., in Python, Go, or Java) to identify application-level root causes. 

Customer Case Handling Expertise: Extensive experience managing customer support cases, including technically deep troubleshooting, impact assessment, and a track record of driving permanent fixes with engineering teams.

Distributed Systems Diagnosis: Experience troubleshooting and tracing data flow through complex, distributed, cloud-native systems (application, message queues, APIs). You must be able to trace issues down to the code or configuration level. 

Observability Stacks and Actionable Alerting: Hands-on experience defining actionable alerts, metrics, and dashboards using modern observability stacks (e.g., Prometheus, Grafana). 

Data Investigation Proficiency: Strong SQL proficiency for investigation, performance analysis, and data validation during incident and case resolution. 

A Support Engineering Mindset: A bias for action, a deep passion for automation, and the mindset of an engineer—you write code to solve operational challenges and reduce manual work. 

Essential Platform Knowledge: Good understanding of CI/CD pipelines, containerization (Docker, Kubernetes), and infrastructure as code (Terraform)  to effectively collaborate with platform teams.

Communication Under Pressure: Excellent communication skills, able to translate complex technical issues for both engineers and non-technical stakeholders during high-pressure incidents.

Nice to Have (or Grow Into)

Experience in software engineering, writing scalable, high throughput applications. 

Knowledge of version control systems (GitLab). 

Hands-on experience with Kubernetes internals. 

Certification with one of the cloud providers (AWS, Google Cloud or Azure). 

Previous experience in fintech or other highly regulated environments.

Join us to shape the future of banking, where your professional growth is equally as valued as your personal well-being. 

• Company equity for all

• Learning and development opportunities

• Hybrid/Remote working (location dependant)

• 30 day working abroad 

• 4 week paid sabbatical after 5 years service

• Additional benefits based on location

  
  
  Let's connect
  
  

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As part of the recruitment (or HR onboarding) process, you will be required to obtain authorized criminal background and credit screening results, as well as be queried against a sanctions/anti-money-laundering/counter terrorism financing/politically exposed persons screening service and your employment is conditional upon approval of these results.

At Mambu, we encourage all interested candidates to apply, even if they don't meet every listed qualification, as we value diversity and recognize that experience doesn't always perfectly align with job descriptions. We are committed to providing equal opportunities for applicants with disabilities; if you need assistance during the application process, please contact